Spin Hill Casino - Player is struggling to verify

I have been trying to send documentation for weeks now , trying to withdraw my cash . Sent in documents in the multitude to no success . Then I had my games blocked as I’ve tried to withdraw my money . No contact other than a email . Waited weeks for responses . All I get is documentation not accepted . It’s all to confusing for me . Why a passport .. a car driving licence , a utility bill from a few weeks ago and a bank card and bank details cannot allow you to access and cash in your withdrawal yet the can take your deposit in less than 20 seconds without a bleep. I have over a thousand pounds waiting for withdrawal.. and sent umpteen emails to no avail ! … no chat service .. only contact a email .. useless ! When will I get my withdrawal Spinhill ??? Elaine

Dear Lainster100,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly were your documents rejected? Have you provided all the required documents as soon as possible and in the correct format? Did the casino indicate which documents seem to cause the problem?

Thank you in advance for your reply.

Best regards,

Tomas

i have sent in a excessive amount of documentation.. I only use Apple Pay to deposit to be honest .. … why therefore can cash be taken from my account freely without checks but verified for withdrawals.. seems unfair . If I knew I was going to have this much hassle cashing my winnings I wouldn’t have deposited . I have went through some major surgery last week , and diagnosed brain tumour . I have difficulties with forms .. but did email everything as well . I had a increase in play one night for fun , but only playing winnings , then my game was blocked as I tried to withdraw my winnings , Just wish this matter to be resolved . Elaine *****

No I haven’t been told what I need to complete my withdrawal. Just keeps sending back unverified emails . Lainster100

Thanks for your message, Lainster100.

From the list of documents, it seems the issue is with your mobile bill. Could you tell me if you have submitted a recent bill for the phone that is associated with your casino account? What format did you use? (pdf, photo)? I'll look forward to your reply.

I’ll send another .. it was a photo . So do I go to online banking so when I open up my banking page it’s name and account details and when I enter account it’s got payments .. so do I send that also .. as I have sent two photos prior , I have sent this . looking forward to your help .. Lainster100

Dear Lainster100,

Have you managed to submit the mobile bill to the casino? Was it accepted? Do require further assistance?

Dear Lainster100,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.